Overview
We\'re on the lookout for a fantastic Customer Service Representative who will love speaking with people over the telephone and providing financial solutions to their queries. You don\'t have to have call centre experience; customer service experience from a variety of industries is welcome. What you will have is a friendly personality and excellent communication skills.
What you\'ll do:
* Speak with customers who could be experiencing financial difficulty about their financial situation and provide tailored solutions, such as an affordable repayment plan.
* Make and receive calls to/from customers, managing accounts such as car finance, bank accounts, credit cards, loans, catalogues, mortgages and mobile phone, and investigate the details regarding customers\' debt.
* Provide personalised and customer-focused service by being transparent and delivering tailored solutions to reduce overall customer debt.
* Ensure the delivery and compliance with all outcomes and activities within the Consumer Duty regulation, driving fair outcomes for customers.
Hours & location:
* Work 40 hours per week. You will be scheduled for a range of shifts during operating hours: Monday to Friday 08:00–19:00 and Saturdays 08:00–14:00. Shift patterns and rotations vary by campaign.
* Hybrid working in Glasgow. You will be office-based for induction (approximately 8 weeks) and for a period after. After induction, you may transition to hybrid working; exact timing will be discussed with you.
What we\'re looking for:
* Fantastic with people — you will be our first point of contact for customers and will provide help, support and empathy to achieve the best outcome.
* Positive attitude, self-motivated, enthusiastic individuals who are ready to make a real difference.
* Customer service experience, whether face-to-face or in a call centre, with excellent communication skills.
* Enjoy making decisions and connecting with people from all walks of life.
* Able to use different systems, accurately reflecting conversations and outcomes.
* Able to deal with sensitive/challenging conversations and complaints with resilience.
* Good numeracy and English literacy skills to explain financial products and solutions clearly.
What we offer:
* Lifestyle: Competitive starting base salary of £27,081.60 with OTE up to £31,143.84 (bonus paid monthly, subject to performance). 33 days holiday including bank holidays (buy-back options), gadget schemes, contributory pension, birthday day off, and a hybrid work pattern.
* Opportunities to grow: Structured training, weekly coaching for personal development, and employee recognition programmes.
* Health: Private medical insurance, life assurance, and more.
* Wellbeing: Discounts on gym memberships, cycle-to-work schemes, and 24/7 employee assistance programme. In-office breakfast and snacks.
* Culture: Supportive, open, value-driven culture with ethics, dedication, solutions and empathy.
About Intrum
Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with late payments, Intrum leads the way to a sound economy and plays a critical role in society at large. Intrum has circa 10,000 dedicated professionals who serve around 80,000 companies across Europe.
At Intrum we consider everybody to be a leader. We lead ourselves when we collaborate to meet the needs of our clients and customers. We are all accountable for our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.
How to apply
If you are interested in this position and believe you have the right experience, please send your English CV via the apply button.
Equal opportunity
Intrum strives to create a diverse and inclusive workplace. We are an equal opportunities employer. If you need reasonable adjustments to apply, contact the Intrum Talent Acquisition team as soon as possible before the closing date to discuss your needs. We conduct credit, fraud, criminal record, right to work and reference checks as part of pre-employment screening.
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